Queue call back

[Alphabetic]

So, i'm wanting to get some input for users who actually use the Queue Call Back feature as i've got a requirement for this.

During testing, I notice there's no real way of the agent knowing that the call they're receiving is a call back other then seeing the prefix on the phone screen.

Am I missing something or is this poor design?

Is there a way agent can be notified this call is a call back so they can adjust their prompt accordingly?

 

[VasilisV_3CX]

Hi @kieferschild,

The short answer is no, this isn't poor design. In the Web Client the QCB shows up when the call back is placed, and indicates the Queue Call Back as seen in the photo attached. You should see QCB and the number from where the caller dialled in to the queue below it.

 

[Alphabetic]

It's not so obvious in the webclient and Im not even show QCB shows up on the phone.

 

[VasilisV_3CX]

@kieferschild

What you can do to have an indicator showing on the phone is to enter a number in the "Callback Outbound Prefix" field, then when creating an outbound rule, don't strip any digits and it will show the number: 55555 (for example) before the number which your agents can know as the "Queue Call Back number".

 

[Justin Estruch]

I'm in the same boat as @kieferschild . It's confusing to agents that the call is a callback, the call looks like a normal queue call coming in. It would be nice if 3cx would play a message "This is a requested callback" prompt and then dial the number. Also if 3cx would add the option to change the Caller ID for callbacks (QCB: Queue Name: Number ). Or at the very least offer a sip alert-info header for callbacks so that we can have a different ringtone for callbacks.